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API Support

The API has been built to allow you to get up and running in a short space of time with little involvement from Nuvias.  However, as part of the on-boarding process you’ll receive up to 1/2 a day of Professional Services to help you onboard the API.

On-boarding Support

Nuvias includes ½ day of technical support from our Professional Services Development team should this be required to support you to get up and running with the SOAP Security model and any initial questions. Contact your account manager who can advise you of our API QuickStart programme.

To maximise this time, when requesting support from Nuvias, please make sure wherever possible that you are able to reproduce the problem with the sample code to determine if this is an implementation problem.

Testing Support

As it is required that the Reseller tests all order submission types and can handle all error types, Nuvias will support the reseller through testing by changes through the various order status levels. When required a reseller can request specific orders are moved to specific statuses.

Similarly, it is possible to arrange for requests to return errors. Although this is usually done on a system wide perspective not on a specific order. Once your system is complete you can request an error code trial.

This will usually be in form of a conference call with yourselves while we configure the system to return different errors while you place requests.

Requests for testing support should be raised via api@siphonnetworks.com

In-life Support

Once your system is tested and you have been given access to the Live platform, you will be required to raise all support queries via api@siphonnetworks.com.

Please note – the team who provide support for the API are experts in working with Netsuite and the order functions within it. They can assist with most queries relating to the operation of the API.

If you need help with your code, we work with a third party who can provide additional assistance or can provide developers to help with custom development work. Please contact your account manager for more information.

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